Sadowsky Metroline - Extremely Disappointing Customer Service from **Warwick**, not Sadowsky

[markbmbass]

But had you purchased the instrument from a big box retailer they would be responsible to take care of it as well. Jason would for sure want to make it right as that’s the kind of business/person he is.

And that's my point, Warwick/Sadowsky is a big manufacturer, they should as well. If it were 6 months ago when I bought it and I just raised the issue, I wouldn't expect better customer service. The bass is brand new, direct from their facility. It's not a "dealer issue" from my view.

 

[Bass Viking]

It is true, fret sprout is common on wood instruments and more expensive instruments are not immune. Every environment is different and it would be hard to expect the manufacturer to warrant every condition the instrument will be subjected to.

True. My Roscoe ain’t cheap and it experiences a bit of sprout in the winter. It has a maple neck and a wenge fretboard.

 

[Bass Viking]

I think it has more to do with the brutally cold winter we're having (in North America) and the dryness that brings. Some seasons are worse than others and this one's particularly bad.

If it makes you feel any better, all my premium instruments have some fret sprout right now too.

You’re darn tootin’ it’s been a bad winter! The humidity in my basement (where my instruments reside) has dipped into the teens. I’ve never seen that before, it’s usually in the 30s this time of year. Luckily I haven’t experienced any severe fret sprout. Everything is still playable.

 

[kittywithabanjo]

My fodera had rough edges, I found out it was intentional likely due to Ebonys properties, the advice was to let it settle then for awhile then take it in, which I did, High end or not I generally have a set up done on all my basses a month or so in after I get them and they are settled.

I still have to keep an eye on one fret on the bass, and once in awhile give it a hard press in with to make sure its seated, although the last 2 years its been perfect. (Bass is from 2012)

 

[dbsfgyd1]

Well, I never thought I'd have to make a post about receiving dismissive messages from Warwick/Sadowsky customer service after purchasing a brand new Metroline, but here we are.

I purchased a brand new Metroline JJ 5 that I received on January 7th. The bass itself is great, other than the sharp frets that never corrected themselves after settling in my home environment. The fret sprout has gotten worse since arriving a tad over a month ago. As you climb the neck, they are sharp enough to be concerned. I know that Sadowsky promotes the IFT as a main feature on their basses and think it's a nice touch. However, it did not seem to help in this case. Maybe I'm not understanding what the Invisible Fret Technology actually is? I wrote to Warwick USA's customer service team and received a response telling me to take the bass to a local luthier, and that they don't support issues like this on brand new instruments. As much as I like this bass, it'll be the last product I buy from Warwick Distribution. I feel like Roger would like to hear about issues like this, as I'm sure he treats his customers better than Warwick's customer service team did.

I have several other basses that cost less than the Metroline (one is a $500 bass) that don't have this issue that were purchased from Sweetwater, GC or any of the several well-known retailers. If I were to take the basses to any of the main retailers with this issue within the first 30-45 days, they'd either offer to replace it or have it fixed at their expense. I am not worried about spending money to maintain my basses, as it's part of the ownership. I am very disappointed how Warwick handled this issue and buyers should be aware of this themselves in the future. If a large, world-renowned manufacturer won't stand behind their product, it needs to be known.

I don't want a replacement; the bass is great other than it being extremely uncomfortable and annoying to play because of the sharp frets. Once that's fixed, I'm sure it will be just fine. But the fact is it's not and it's nearing $4k that I spent to purchase it. I don't think I'm asking too much to expect a more helpful response from Warwick in this case.

At a premium price point, I believe we are correct to have better expectations than what I experienced in this particular situation. We spend more because we expect more, plain and simple.

That stinks! I probably would have sent the bass back to wherever it came from and ask for a refund. I know this is impossible for some, but I don’t buy basses without having my hands on them first.

Might be too late for resolution at this point, but I wouldn’t be too PO’d spending 10% more for a trip to a luthier to take care of these fret issues. Maybe while there, have a discussion about the IFT and how best to use it.

The customer service issue is another story altogether. No excuse for that kind of treatment. When I run into that sort of thing, I ask for name rank and serial number, then I request a supervisor or this grievance goes viral. Which you have made it viral by this very thread. And don’t think your thread hasn’t effected my willingness to consider this product line.

 

[Ellery]

Yes I did state that. But I didn't say one word about a warranty covering it. It's just good customer service when spending 4k on a bass. What's your point? I don't see the word "warranty" anywhere in that statement.

My point is that semantics aside you are contradicting yourself. You don’t really know these other companies would cover that. You are upset and just rambling. You have every right to be disappointed. But bashing the company’s customer service so aggressively is not realistic and honestly, not a good look. Now you are saying Fret Nation will take care of you… and you are STILL raging about your experience? As if conducting this defamation campaign will drive it home that they “messed with the wrong guy“. I don’t think you are posting all this to warn other consumers, I think your ego has been bruised and you need an angry mob to lift you up. I suggest that you get your frets filed, get your reimbursement, and get over it.

 

[toastw]

That's a very poor response from Warwick, especially for something so easy and cheap to correct.

I find it more shocking that they wouldn't WANT to make it right. New product that didn't meet expectations? What did we do wrong and how can we make that right real quick?

 

[TotalNewGuy]

Well, I never thought I'd have to make a post about receiving dismissive messages from Warwick/Sadowsky customer service after purchasing a brand new Metroline, but here we are.

I purchased a brand new Metroline JJ 5 that I received on January 7th. The bass itself is great, other than the sharp frets that never corrected themselves after settling in my home environment. The fret sprout has gotten worse since arriving a tad over a month ago. As you climb the neck, they are sharp enough to be concerned. I know that Sadowsky promotes the IFT as a main feature on their basses and think it's a nice touch. However, it did not seem to help in this case. Maybe I'm not understanding what the Invisible Fret Technology actually is? I wrote to Warwick USA's customer service team and received a response telling me to take the bass to a local luthier, and that they don't support issues like this on brand new instruments. As much as I like this bass, it'll be the last product I buy from Warwick Distribution. I feel like Roger would like to hear about issues like this, as I'm sure he treats his customers better than Warwick's customer service team did.

I have several other basses that cost less than the Metroline (one is a $500 bass) that don't have this issue that were purchased from Sweetwater, GC or any of the several well-known retailers. If I were to take the basses to any of the main retailers with this issue within the first 30-45 days, they'd either offer to replace it or have it fixed at their expense. I am not worried about spending money to maintain my basses, as it's part of the ownership. I am very disappointed how Warwick handled this issue and buyers should be aware of this themselves in the future. If a large, world-renowned manufacturer won't stand behind their product, it needs to be known.

I don't want a replacement; the bass is great other than it being extremely uncomfortable and annoying to play because of the sharp frets. Once that's fixed, I'm sure it will be just fine. But the fact is it's not and it's nearing $4k that I spent to purchase it. I don't think I'm asking too much to expect a more helpful response from Warwick in this case.

At a premium price point, I believe we are correct to have better expectations than what I experienced in this particular situation. We spend more because we expect more, plain and simple.

Too late but sweetwater does sell these, also you may think of letting sweetwater fix it?

 

[markbmbass]

Too late but sweetwater does sell these, also you may think of letting sweetwater fix it?

I purchased it from another vendor in this case. But I know for a fact that Sweetwater would have made this right, had I purchased it from them.

 

[lowfreqgeek]

You’re darn tootin’ it’s been a bad winter! The humidity in my basement (where my instruments reside) has dipped into the teens. I’ve never seen that before, it’s usually in the 30s this time of year. Luckily I haven’t experienced any severe fret sprout. Everything is still playable.

Well, FWIW, the humidity in my upstairs office has remained in the mid-30's this winter. It's usually in the teens.

Don't let that fool you, though, we've probably had less than half the snow and moisture of most other years. It's been very warm (barely dipping below freezing at night), sunny, few clouds, etc. But the humidity is double what it normally is. I live in the mountains of New Mexico.

 

[Ellery]

Haha I think you're way to emotionally invested in this thread, bruh. I do know 100% that the other retailers would cover this based on THEIR OWN customer service policy, not necessarily the manufacturer's. Whether you think my complaint is anything more than raging is your opinion and your right (which based on how you obviously rage in your comments) but your attitude I can care less about. Like opinions, everyone each has one of something else, which I'll mentally refer to you as going forward. It's not a defamation campaign, it's an "FYI" that when you spend $4k on a bass, you don't necessarily get the service one would expect. Based on what I've seen from Roger's interactions with many customers in this forum alone, I'd venture to say this wouldn't be ok with him.

I'm starting to wonder if you're the same customer service rep that responded to my question from Warwick.

You think I'm saying they "messed with the wrong guy"? LOL. Yeah.....ooookaaayyyyy. I didn't see any threats in my OP. Maybe you can point those out? Prob not though.

I suggest you crawl back into your hole.

How funny, I had thought about the conspiracy theory of “are you the customer service rep”, but I gave you more credit than that and didn’t actually expect it.
No sir, I am not enraged or emotionally invested. You are projecting. I was merely doing you the service of informing you what your post really looks like. If you are not interested in hearing anything other than an agreeable echo, that is absolutely fine.

 

[fishdude101101]

I actually have experience purchasing multiple Sandberg basses from Thomann in the past few years and have received stellar customer service from both them and Sandberg directly, so I can't say it has to do with them being a Euro company. I still own a "Bass The World" TT4 model and it is absolutely impeccable in every way. I did have a couple of issues with a TT5 but Sandberg themselves remedied that very quickly and painlessly. I took it to a local shop to have the issue (electronics related) and they paid them directly.

I'm glad you had a good experience. My bad experiences will continue to keep me from attempting another purchase.

What is quickly in this case?

I'm very impatient....so I need Sweetwater like response times and resolutions as a baseline.

I could never wait weeks for a bass to arrive.....I won't even order over the weekend as it ads to my wait time.

 

[Dbassmon]

I purchased it from another vendor in this case. But I know for a fact that Sweetwater would have made this right, had I purchased it from them.

Well, maybe....but probably not.

I bought a Sadowsky ME JJ 5 from Sweetwater a couple of years ago.

I have a dedicated rep there, as many of us do, and have given a ton of business over the years. Shortly after the bass arrived, a fret popped, it unseated and lifted. It was not fret sprout per se, but the same cause.

I called Sweetwater, they said "That is not covered under the warranty, it's not a defect. You can ship your bass to us, at your cost and our tech will reseat the fret for a fee and we will return the bass at your cost." I replied, no problem, I understand, I will take care of it on my end.

I could have lied and said, I don't like the bass and want to return it. Shipping cost back to SW would be deducted from the refund.

Instead, I bought a fret hammer and fret knocker and reseated the fret and put it the room with the humidifier where the fret has remained firmly seated for the past couple of years.

BTW - Jason @FretNation goes way above and beyond anybody else I know of in the industry. The money he is discounting for a fret filing, say thank you. He did not have to do that. Use that money and buy a humidifier, the finger board will go back to its original size, and your fret sprout is gone all by itself.

 

[markbmbass]

I find it more shocking that they wouldn't WANT to make it right. New product that didn't meet expectations? What did we do wrong and how can we make that right real quick?

One would think this is the way to handle it, yes. That’s really what surprised me the most.

If it was a sub $1000 bass I wouldn’t even be discussing the issue.

 

[markbmbass]

Well, maybe....but probably not.

I bought a Sadowsky ME JJ 5 from Sweetwater a couple of years ago.

I have a dedicated rep there, as many of us do, and have given a ton of business over the years. Shortly after the bass arrived, a fret popped, it unseated and lifted. It was not fret sprout per se, but the same cause.

I called Sweetwater, they said "That is not covered under the warranty, it's not a defect. You can ship your bass to us, at your cost and our tech will reseat the fret for a fee and we will return the bass at your cost." I replied, no problem, I understand, I will take care of it on my end.

I could have lied and said, I don't like the bass and want to return it. Shipping cost back to SW would be deducted from the refund.

Instead, I bought a fret hammer and fret knocker and reseated the fret and put it the room with the humidifier where the fret has remained firmly seated for the past couple of years.

BTW - Jason @FretNation goes way above and beyond anybody else I know of in the industry. The money he is discounting for a fret filing, say thank you. He did not have to do that. Use that money and buy a humidifier, the finger board will go back to its original size, and your fret sprout is gone all by itself.

Jason is a great guy and I did tell him "Thank you". Humidifier has been running for the last 3 days next to the bass too. This isn't about Jason and Fret Nation. You all need to chill out. Just because you and whoever else disagree with my perpsective doesn't change my mind. If the bass wasn't BRAND NEW and cost $4k, I wouldn't be discussing it at all.

I think we can expect a different experience between a Metroline and ME, as there is a 4x price difference between them. I could care less about the money end of this, it's the customer service experience I'm disappointed in from Warwick, not Fret Nation.

 

[Dbassmon]

Not sure what you mean by "I need to chill out." Simply and politely, I am pointing out why this happened. You can try to make an argument to the contrary if you have one. You seem not grasp that wood shrinkage, which causes fret sprout, is in no way related to the price of the bass, who manufactured the bass, or where you bought it. Being disappointed in Warwick because wood shrinks when it gets too dry seems like a fool's errand. Suit yourself! Try decaf.

 

[markbmbass]

Not sure what you mean by "I need to chill out." Simply and politely, I am pointing out why this happened. You can try to make an argument to the contrary if you have one. You seem not grasp that wood shrinkage, which causes fret sprout, is in no way related to the price of the bass, who manufactured the bass, or where you bought it. Being disappointed in Warwick because wood shrinks when it gets too dry seems like a fool's errand. Suit yourself! Try decaf.

There's no issue with grasping the concept, Professor. It's the fact that it's a brand vew $4k bass, not a $1k import made in a factory that produces hundreds of basses a day, or whatever the number is. Apparently my naivete expected a level of customer service that doesn't exist. It's still good info to know that when you buy a new product direct from the manufacturer that arrives in less than perfect condition, you get no support for it - regardless of the issue.

My comment about saying "You all need to chill out" didn't focus on only you, it was meant for anyone that thinks we should accept sub-par customer service from a huge brand when paying substantial amounts of money for "quality".

 

[Dbassmon]

Enjoy your chocolate. Be careful not to bring the humidity up too quickly.... gradually. By the end of the week, the fret sprout will be gone.

 

[markbmbass]

Are you talking about Fret ends or Tangs?

I have Stingray Special and during Dry Winter using Heat pump I can slightly feel fret ends at G strings side for a month or 2 not tangs which I thought to be fret sprout

Like DrCheese fret ends are
rolled and smooth and not sharp(like tangs)

Fret ends are what I mean, they're sticking out of the fretboard and are also sharp on the top edge of the frets after the 12th fret.

 

[DWBass]

Call Roger.